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Deploy Genesys Pulse

Important
  • This Deployment Guide provides instructions for a new installation of Genesys Pulse. To migrate from an earlier version of Genesys Pulse, start with the Deployment Procedure.

  • You must deploy matching 5-digit releases of Genesys Pulse and Genesys Pulse Collector (for example, release 8.5.104.xx).

  • In these procedures, use the instructions provided in the GAX Deployment Guide or the Framework Deployment Guide, and add the object-specific configuration requirements listed here.

Confirm Software Requirements

You deploy Genesys Pulse as a GAX plug-in on a web application server to be accessed using a web browser through the GAX user interface.

The following are prerequisites for Genesys Pulse deployment:

  • GAX release 8.5.220.20 and higher.
    Important
    Genesys Pulse release 8.5.108.04 supports GAX versions 8.5.250.17 - 8.5.260.16.
  • Genesys DB Server must be release 8.1.300.05 or higher. Refer to the Framework 8.0 DB Server User's Guide for details.
  • Genesys Deployment Agent (GDA) must be installed on the computer on which you install Genesys Pulse and Genesys Pulse Collector if you plan to install Genesys Pulse by using GAX. GDA is required to deploy solution definitions and IPs through GAX. See the GAX Deployment Guide for details.
  • Your Relational Database Management System (RDBMS) must be up and running. This release of Genesys Pulse supports the following relational database platforms:
    • Microsoft SQL Server 2012, 2012 Cluster, 2014, 2016 Enterprise Edition
    • Oracle 11g, 12c, 12c RAC
    • PostgreSQL 9.0
  • The computer on which you install Genesys Pulse must be running one of the following:
    • Windows Server 2012, 2016.
      You must also install Microsoft Visual C++ Redistributable Package for Visual Studio 2013. See https://support.microsoft.com/en-us/help/2977003/the-latest-supported-visual-c-downloads for more details.
    • Red Hat Enterprise Linux AS 6.x (64-bit), 7.x (64-bit) with Updates from RHN enabled.
      Your System Administrator may need to install a set of compatibility packs for the 32-bit platform. These packages have generic names, for example: compat-glibc*, compat-libstdc++*, libstdc++*. Installer provides the information about missing packages (if any).
    Important

    Both Genesys Pulse Collector and GAX must be installed on the same host, unless you use WebDav to share snapshots. Genesys does not support Genesys Pulse deployments that have components on separate hosts without deploying WebDav server.

  • Although not required for deployment, you must have Stat Server release 8.5.103 or higher installed for basic operation.
  • You must install Java 1.8 or higher.
Important
You cannot use compatibility mode in Internet Explorer, even if you are using a supported version.

Prepare the Genesys Pulse Database

In High Availability (HA) configurations, configure both Genesys Pulse applications to use the same database.

Microsoft SQL Server

  1. Create a new empty Microsoft SQL Server database.
  2. Create a new Microsoft SQL Server user account.
  3. Set the new database as default database for the user.
  4. Grant the new user sufficient privileges for the new database. User must be able to create database objects and select, insert, update, and delete data in tables.
  5. Run the statement below for theGenesys Pulse database (DB). Replace <Pulse DB> with the name of the Genesys Pulse DB and make sure that there are no other connections to the Genesys Pulse DB when you run this statement:
    ALTER DATABASE <Pulse DB> SET READ_COMMITTED_SNAPSHOT ON;

Oracle

  1. Create a new user/schema to be used by Genesys Pulse. The user must have RESOURCE and CREATE VIEW privileges.

PostgreSQL

  1. Create a new empty PostgreSQL database.
  2. Create a new PostgreSQL user account.
  3. Set the new database as default database for the user.
  4. Grant the new user sufficient privileges for the new database. User must be able to create database objects and select, insert, update, and delete data in tables.

Configure a third-party data source

Are you planning to use only third-party data such as snapshots populated with the REST API? If this is the case, you still need to set up at least one "Dummy" Collector in the Genesys Pulse connections, since options like output folder and output file extension are stored in the Genesys Pulse Collector object.

Important

You need at least one of a Genesys Pulse Collector or a "Dummy" Collector. If you plan to deploy Genesys Pulse Collector, you can skip this step and continue with Deploy Genesys Pulse Collector.

It's simple:

  1. Use the regular Collector template to create the "Dummy" Collector object.
  2. Update the output-folder configuration option in the [transport-file] for your local installation. Set the value to a full path of an existing folder. A relative path is valid only when an actual Collector is used.
  3. If you want to use a remote host to store data, add a new configuration option, external-output-folder, in the [transport-file] section. Make sure you set the value to the full network path of an existing folder.

Deploy Genesys Pulse Collector

Genesys Pulse Collector connects directly to Stat Server to collect statistics for contact center objects. Collector also accesses the database that stores reporting layouts. Genesys Pulse Collector accesses the database through DB Server which can be either embedded or external. Click step 11 from the tabs on the left to see details about how to Configure Pulse Collector with an embedded DB Server.

  1. Upload Genesys Pulse Collector Installation Package and Template:
    1. In GAX, go to Administration > Installation Packages and click on the plus sign.
    2. Select Installation Package Upload (template uploaded separately) and click Next.
    3. For Upload a Package, select the zipped file that contains the Genesys Pulse Collector Installation Package (Genesys Pulse Collector IP). The zip file should have in its root the files from the IP folder (such as ip_description.xml and read_me.html).
    4. For Upload an XML template, select the XML Template file (Collector.xml from the Templates Installation Package directory).
    5. For Upload an APD template, select the APD Template file (Collector.apd from Templates Installation Package directory).
    6. Click Finish.
  2. Deploy the Genesys Pulse Collector Installation Package and Template:
    1. Click on the Genesys Pulse Collector Installation Package to open the Properties tab.
      Important

      The Genesys Pulse Collector Installation Package status should be Complete.

    2. Click on the Related icon (configuration icon) and choose Install to open the IP Deployment Wizard.
    3. Fill required fields and finish the installation.
      Important

      The InstallPath should point to an empty folder where you plan to install Genesys Pulse Collector.

      Tip

      You can also install Genesys Pulse Collector directly on the server by executing the Genesys Pulse Collector installation procedure from the Genesys Pulse Collector installation package, then uploading the Genesys Pulse Collector template (Collector.apd) using Configuration Manager.

  3. Optional: To change the default options for Genesys Pulse Collector in GAX, open the Genesys Pulse Collector Application object modify the values of configuration options described in Genesys Pulse Collector Application Object.
  4. For a high-availability (HA) deployment, repeat step 2 to install the backup instance to another server. You need a Genesys Pulse Collector for each instance of the Genesys Pulse application. Configure another Collector Application object for each Primary and set it as Backup Server in the General Tab in the options of the Primary Collector application. Choose the Redundancy Type to be Hot Standby.
    Important

    The Genesys Pulse HA configuration changed in release 8.5.104. In release 8.5.103, Genesys Pulse Collectors do not use Primary and Backup servers for HA. Instead, Genesys Pulse mirrors the load between Collectors if more than one is configured and connected to Genesys Pulse.

    This means that in HA configurations, each widget is processed by two different Collectors. If you have only two Collectors, then all widgets are processed by both Collectors.

  5. In GAX, add the Genesys Pulse Collector Application object to the connections of your GAX Application object.
  6. For a load-balanced environment configuration with two GAX applications and Genesys Pulse plug-ins, associate all instances of GAX with all primary instances of Genesys Pulse Collector.
  7. Create a new Database Access Point (DAP), which is necessary for connectivity to the Genesys Pulse database through the DB Server.
    Important
    Genesys Pulse Collector does not support Windows Authentication with MS SQL Server.
    1. Select the Default connection type.
    2. Specify Database Server Application object in DB Server field for an external DB Server or leave it as None to use an embedded version of the DB Server.
    3. Specify the connectivity parameters for your RDBMS.
    4. To use an external DB Server, select the Ports tab to change the default port value to the value of your DB Server port.
  8. In the connections of the Genesys Pulse Collector Application, add the DAP that is to be used by Genesys Pulse Collector.
  9. In the connections of the Genesys Pulse Collector Application, add the primary Stat Server application that is to be used by Genesys Pulse Collector.
  10. Add the Tenant objects to the Tenants tab for all Genesys Pulse Collectors that you plan to monitor in Genesys Pulse.

Optional: Deploy Genesys Pulse Cluster Configuration

For high availability (HA), you must enable Collector HA for each Collector instance in the cluster. They are the Primary Collectors in HA configuration. To have cluster configuration, perform the following steps:

  1. For each Primary Collector, configure a new Collector Application object and set it as the Backup Server in the General tab in the options of the Primary Collector application. Choose Hot Standby for the Redundancy Type.
  2. For each configured Primary Collector, install another collector on different host. This host can be in different data center than the Primary Collector if the data centers are connected using a low latency high bandwidth network that uses the Collector configuration.
  3. For Collector HA configuration starting with release 8.5.104.xx, all GAX instances in the cluster must be connected to the Primary Collectors.
    Important
    You must restart all Collector instances and GAX instances after changing the configuration.
  4. Review the cluster architecture and sizing information in the Sizing Guide.
  5. Install GAX with Genesys Pulse on one node.
  6. Set up two or more Genesys Pulse Collector instances. All instances of Collector can be installed on the same node with GAX or on any number of remote nodes.
    1. If one or more Collectors are installed on remote nodes then WebDAV HTTP server should be installed on these nodes too. See the WebDAV server configuration instructions.
      Important
      Remotes nodes and Genesys Pulse HA—If there is a second Genesys Pulse node and it is installed on a separate machine then all nodes with Collectors are considered remote, because for the second Genesys Pulse node, they are remote.
    2. Configure options for Collector instances installed on a remote nodes and then restart every Collector instance:
      • Set the external-output-url option in the transport-file section to
        http://<WebDAV host>/<path to folder with snapshots>
      • Set the external-heartbeat-url option in the heartbeat section to
        http://<WebDAV host>/<path to heartbeat folder>

Deploy Genesys Pulse

Configure the necessary objects required by Genesys Pulse using GAX.

  1. Upload Genesys Pulse Installation Package and Template:
    1. In GAX, go to Administration > Installation Packages and click on the plus sign.
    2. Select Installation Package Upload (template uploaded separately) and click Next.
    3. For Upload a Package, select the zipped file that contains the Genesys Pulse Installation Package (Genesys Pulse IP). The zip file should have in its root the files from the IP folder (such as ip_description.xml and read_me.html).

    4. For Upload an XML template, select the XML Template file (Pulse.xml from the Templates Installation Package directory).
    5. For Upload an APD template, select the APD Template file (Pulse.apd from Templates Installation Package directory).
    6. Click Finish.
  2. Deploy the Genesys Pulse Installation Package and Template:
    1. Click on the Genesys Pulse Installation Package to open the Properties tab.
      Important
      The Genesys Pulse Installation Package status should be complete.
    2. Click on the related icon and choose Install to open the IP Deployment Wizard.
    3. Fill required fields and finish the installation.

      Important
      • For "IPCommon InstallPath", use an empty folder where the Genesys Pulse plugin will be installed (for example, C:\123).

      • When installing Genesys Pulse on Linux, a second path leading to the GAX installation (the field is called GAX directory) must be specified in addition to InstallPath.

      Tip

      You can also install Genesys Pulse directly on the server by executing the Genesys Pulse installation procedure from the Genesys Pulse installation package.

      If the installation procedure fails to find the GAX installation, you can manually copy the Genesys Pulse plugin files to enable Pulse in GAX.

      After installation, find all jar files in root directory of installed Genesys Pulse plugin and copy them to:

      Linux: <GAX root>/plug-ins (if the directory exists) and <GAX root>/webapp/WEB-INF/lib

      Windows: <GAX root>\plug-ins (if the directory exists) and <GAX root>\webapp\WEB-INF\lib.

      Important

      Starting with the 8.5.108 release, if Pulse is configured to use Aeron, make sure that only aeron-client-1.4.0.jar, aeron-driver-1.4.0.jar, agrona-0.9.7.jar files are presented in the plug-ins and lib directories:

      Linux: <GAX root>/plug-ins (if the directory exists) and <GAX root>/webapp/WEB-INF/lib

      Windows: <GAX root>\plug-ins (if the directory exists) and <GAX root>\webapp\WEB-INF\lib.

      If there are any previous versions of aeron-client, aeron-driver, or argona jar files, please remove them manually.
  3. Navigate to Configuration > Environment > Application, select the GAX Application, Permissions tab and configure the SYSTEM account to have Read, Update, and Execute permissions.
  4. Optional: Configure the [Pulse] options on Application Options tab for the GAX Application object:
    Important
    During startup, GAX looks for all options that are required for Genesys Pulse operation and adds them to the GAX Application object if they are not explicitly configured. If a required option is either not configured or specifies an invalid option value, GAX uses the option’s default value.
  5. Create a new Database Access Point, which is necessary for connectivity to the Genesys Pulse database:
    1. Enter a Database Name.
    2. On the General tab, set the Connection Type to JDBC and specify the following field values:
      • Role = Main
      • Debug = false
      • JDBC Query Timeout: 15
      • Case Conversion: any
    3. On the Ports tab, change the value of the default port to the value of your RDBMS port.
    4. On the Application Options tab, add the role configuration option with its value set to pulse in the GAX section to identify this Database Access Point as the database schema created for Genesys Pulse.
    5. For a PostgreSQL database, add the postgre_71_compatible configuration option with its value set to false in the GAX section on the Application Options tab.

    Refer to the Database Access Points for additional information.

  6. Add the Database Access Point to the connections of your GAX Application object.
  7. For a High Availability (HA) deployment,
    1. Complete Steps 2-6, for each GAX Application object to be used with the Genesys Pulse plug-in.
    2. Each GAX application should have the other GAX application in its connections and there must be no relation between the GAX applications as Backup Servers.
    Important
    Both Genesys Pulse instances must use the same database.
  8. From the user account created when you prepared the Genesys Pulse database, execute the SQL statements in the appropriate initialization script deployed during installation (scripts folder)—either:
    • pulse_init_mssql.sql
    • pulse_init_oracle.sql
    • pulse_init_postgres.sql
  9. Restart GAX. See the GAX Deployment Guide for information about how to start GAX.

Optional: Deploy RabbitMQ for quick widget updates

Important

Genesys Pulse supports quick updates for CurrentStatus and ExtendedCurrentState statistics only to prevent a high performance load this causes on StatServer and Genesys Pulse.

You are responsible to validate that your environment can handle the load in production caused by quick updates.

Use RabbitMQ for quick widget Updates.

  1. To use RabbitMQ to work with Genesys Pulse, use the following software versions:
    • RabbitMQ server version 3.3.5.
    • Use identical versions of Erlang on all hosts running RabbitMQ:
      • Windows, use Erlang version OTP 17.3
      • Linux, use the latest Erlang version available (R14B-04 or newer)
    • Tip
      We specify the lowest acceptable version here, but any later versions should work unless their RNs specify that there are some backward compatibility changes. If you are using RabbitMQ 3.7.5 or newer, please make sure the RabbitMQ server's option channel_max is set to 0.
  2. Determine whether to use RabbitMQ with Genesys Pulse using Cluster or Single-Node configurations. Genesys Pulse supports using these configurations only for use with RabbitMQ.
    • Cluster configuration—Use at least the same number of RabbitMQ instances as the number of Genesys Pulse Collector applications. RabbitMQ can run on any host: either the one where Genesys Pulse runs or any other host accessible over reliable network.

      The default configuration should be one RabbitMQ instance running on every host where Genesys Pulse Collector runs. For example, Primary host (host1) and Backup host (host2).

    • Single node configuration—This simple configuration uses a single RabbitMQ instance running either on a host with Genesys Pulse Collector or any other host accessible over reliable network.

      Note: If this RabbitMQ instance fails or the whole host fails, quick widget Updates stop working. If you choose this configuration, you still need to go through all steps to deploy RabbitMQ unless clearly stated otherwise. The host with RabbitMQ is called host1 in the remainder of this deployment.

  3. On every host, install Erlang:
    • On Windows Server:
      1. Download Erlang OTP 17.3 Windows installer. For Windows x64, use the 64-bit version.
      2. Run installer.
      3. Go through the installation wizard and install Erlang.
    • On Linux, as the root user, run the following commands:
      1. To enable EPEL:

        wget http://download.fedoraproject.org/pub/epel/6/x86_64/epel-release-6-8.noarch.rpm

        rpm -ivh epel-release-6-8.noarch.rpm

      2. To install Erlang:

        yum install erlang

  4. On every host, install and configure RabbitMQ:
    1. Download and install RabbitMQ:
      • On Windows Server:
        1. Download RabbitMQ installer
        2. Run the installer.
        3. Go through the installation wizard and install RabbitMQ.
      • On Linux, as the root user, issue the following commands:
        1. Download RabbitMQ package:

          wget https://www.rabbitmq.com/releases/rabbitmq-server/v3.3.5/rabbitmq-server-3.3.5-1.noarch.rpm

        2. Import RabbitMQ key:

          rpm --import http://www.rabbitmq.com/rabbitmq-signing-key-public.asc

        3. Install RabbitMQ server:

          yum install rabbitmq-server-3.3.5-1.noarch.rpm

    2. On every host, first start RabbitMQ server to generate Erlang cookie file.
      • On Windows, start RabbitMQ service. If it is already started proceed to the next step.
      • On Linux, from the command line as the root user:

        1. Run: service rabbitmq-server start

        2. If you want RabbitMQ to start automatically when system boots, run:

          chkconfig rabbitmq-server on

        Important

        To run the rabbitmqctl tool that is installed as a part of RabbitMQ server.

        • On Linux, run it as root right after installing the server.
        • On Windows, navigate to ${RabbitMQ installation directory}\rabbitmq_server-3.3.5\sbin directory and run rabbitmqctl from there.
        Important
        When the entire cluster is brought down, the last node to go down must be the first node to be brought online. If this doesn't happen, the nodes will wait 30 seconds for the last disc node to come back online, and fail afterwards. -rabbitmq.com

        When node fails due to the above limitation RabbitMQ's startup_log contains message like this:

        BOOT FAILED
        ===========
        Error description:
           {could_not_start,rabbit,
               {bad_return,
                   {{rabbit,start,[normal,[]]},
                    {'EXIT',
                        {rabbit,failure_during_boot,
                            {error,
                                {timeout_waiting_for_tables,

    3. (Cluster configuration only) Reset RabbitMQ on every RabbitMQ host using the following commands:

      rabbitmqctl stop_app

      rabbitmqctl reset

    4. (Cluster configuration only) Stop RabbitMQ server on every host. You must stop RabbitMQ on both servers before starting any one of them. On both hosts, do the following:
      • On Windows, stop RabbitMQ service.
      • On Linux, as the root user, run:

        service rabbitmq-server stop

    5. (Cluster configuration only) Copy Erlang cookie from one host to all others. These files must be identical on all hosts that form RabbitMQ cluster.
      • On Windows: Copy to both C:\Users\<user account under which Erlang runs>\.erlang.cookie and C:\Windows\.erlang.cookie
      • On Linux: Copy to /var/lib/rabbitmq/.erlang.cookie
    6. (Cluster configuration only) Configure RabbitMQ cluster consisting of several RabbtMQ instances running on host1, host2, ..., hostn.
      1. Create the rabbitmq.config file on all of those hosts:
        • On Windows, in %APPDATA%\RabbitMQ\.
        • On Linux, in /etc/rabbitmq.

        This how configuration might look for a 2-node cluster:

        [
         {rabbit,
          [
            {cluster_nodes, {['rabbit@host1', 'rabbit@host2'], disc}}
          ]
          }
        ].

        Change host1 and host2 with the names of your hosts.

        Important
        Hostnames are case sensitive. You must use uppercase characters for Windows hosts and lowercase characters for Linux hosts.
      2. On Windows only: In ${RabbitMQ installation directory}\rabbitmq_server-3.3.5\sbin run the following command: rabbitmq-service.bat install
    7. (Cluster configuration only) Start RabbitMQ server on all hosts.
      • On Windows, start RabbitMQ service.
      • On Linux, as the root user run:

        service rabbitmq-server start

    8. (Cluster configuration only) Confirm that RabbitMQ instances have formed a cluster. Run:

      rabbitmqctl cluster_status

      The output should contain the following line for the cluster consisting of two nodes:

      running_nodes,['rabbit@host1','rabbit@host2']}

    9. Create a vhost with a name '/pulse' for Genesys Pulse. If you create a vhost with a different name, you must specify it in Genesys Pulse Collector configuration options. On any of the hosts run the following command:

      rabbitmqctl add_vhost /pulse

    10. Create a user for Genesys Pulse with name 'pulse' and password 'pulse'. If you create a user with a different name and password, you must specify them in Genesys Pulse Collector configuration options. On any of the hosts run the following command:

      rabbitmqctl add_user pulse pulse

    11. Grant user access to vhost. Here is how to grant user 'pulse' access to vhost '/pulse' with permissions to create exchanges with names starting with 'pulse'. On any of the hosts run the following command:

      rabbitmqctl set_permissions -p /pulse pulse "^pulse.*" ".*" ".*"

  5. To configure Genesys Pulse Collector to work with RabbitMQ you need to have transport-rabbitmq section configured in options of Genesys Pulse Collector application object. Add or update configuration options in the [transport-rabbitmq] section.
  6. Restart Genesys Pulse Collector and GAX to apply changes.
Important

RabbitMQ memory and disc usage

RabbitMQ instances should not store any Genesys Pulse application data on disc, so the disc usage is insignificant unless the message queue for any of the Genesys Pulse applications grows too large. To ensure that the message queue does not grow too big in some exceptional cases there is a limit on queue length in Genesys Pulse, which is controlled by option max-queue-length in section transport-rabbitmq of Genesys Pulse Collector application options.

Use the value of this option to estimate possible RabbitMQ memory usage. To roughly estimate upper limit of possible memory usage use this formula:

<Max memory usage> = <RabbitMQ idle memory usage> + 3 * ( max-queue-length * <Average size of a delta snapshot> * 4 )

For example, for an average change in message size of 10KB, RabbitMQ idle memory usage of 100MB, and max-queue-length of 1000, we obtain 220MB of memory usage.

Configure the Stat Server Application object

Important
Stat Server requires Java Environment configuration for several templates to function properly. See the Stat Server Deployment Guide for details. Without this additional configuration, statistics in some Queue templates (Email Queue Activity, eServices Queue KPIs, IWD Queue Activity) will not work.
  1. Set the accept-clients-in-backup-mode option in the [statserver] section on Application Options tab to yes for both the primary and backup Stat Server Application objects.
    Important
    This option is required even if there is no backup application specified for the Stat Server application.
  2. Update Stat Types specified in the pulse_statistics.cfg file within the scripts folder in Genesys Pulse installation to use the particular social media that is configured in your eServices solution (facebook is used in default file version). See eServices documentation for more details.
  3. You must import pulse_statistics.cfg file to both the primary and backup Stat Server Application objects to create the stattypes that Genesys Pulse should monitor. To monitor the file:
    1. Click More on the Application Options tab.
    2. Select Import, uncheck Override, and browse the file.
  4. Important
    • To calculate the % Ready Time in the Queue KPIs template, set the queue-use-pseudo-actions option in the [statserver] section of Stat Server Application object to false.

    • Some Stat Server filters used in Genesys Pulse templates rely on certain user data or reasons attached to the call (for example, VoiceCall_No_Wait, ReasonLunch, and others that have PairExists in their definition).

      You may need to adjust definitions of these filters to use Attached Data or Reasons according to your environment or adjust your routing strategies or desktop application to attach data used by those statistics. Otherwise, statistics that rely on these filters will show 0 (zero).

    • The StatServer subscribe-for-all-ixn-server-events configuration option default value is no. To use the Chat Agent Activity template, you must set the option value to yes.

  5. To use the Chat Agent Activity template, set the StatServer subscribe-for-all-ixn-server-events configuration option value to yes.
  6. Restart both Stat Server applications.

Configure User Access

  1. In GAX, navigate to Configuration > Accounts > Roles and create a new Role object to provide access to Genesys Pulse functionality.
    Important
    When creating a new Role, a dialog box with Role Template Selection appears. Do not select a template (leave the selection empty). Press OK.
    1. Define the privileges granted by the Role on the Assigned Privileges tab in the Genesys Pulse section.
      Privilege Details:
      • Pulse View Dashboard—User has read-only access to launched dashboards without the ability to expand widgets to tab (includes stay on dashboard ability).
      • Pulse View Dashboard Restricted—User has read-only access to launched dashboards without the ability to expand widgets to tab (excludes stay on dashboard ability).
      • Pulse Manage Tabs—User can launch and close dashboards and expand widgets to tab.
      • Pulse Edit Widget Display—User can modify widget display options.
      • Pulse Manage Widgets—User can create, remove, or modify all widget options.
      • Pulse Manage Shared Dashboards—User can create, remove, or modify shared dashboards.
      • Pulse Manage Templates—User can create, remove, or modify templates.
      • Pulse Add Widgets Without Limit—User can add any number of widgets.
      • Pulse Manage Users—Manage other users' widgets and dashboards.
      • Pulse Manually Bind Collectors—Manually select Pulse Collectors to process particular widgets or templates.
      The following privileges are for users or third-party applications that connect to Genesys Pulse using a Web API.
      • Pulse Read All Layouts—View all Genesys Pulse layouts using a Web API and switch off filtration of rows by access in snapshot.
      • Pulse Write Snapshot—Upload layout snapshots using a Web API.
      Pulse privileges use GAX logic, so the high-level privileges do not include lower-level privileges. For example, to configure role with full control access, you have to assign all privileges to it.
      For role members to create Widgets, you must assign Pulse View Dashboard (or Pulse View Dashboard Restricted), Pulse Manage Tabs, and Pulse Edit Widget Display in addition to Pulse Manage Widgets.
      Important

      You must assign at least the Pulse View Dashboard or Pulse View Dashboard Restricted privilege to each Role object.

    2. Assign the Role to Persons and Access Groups in the Role Members section as required.
  2. Provide appropriate permissions on the following objects:
    1. Read and Execute on GAX client application object (usually called default, controlled by the GAX option client_app_name in the [general] section).
      1. Select Configuration.
      2. From the Environment pane, choose Applications.
      3. Click to open the required application (usually called default) to view its properties.
      4. Select Permissions tab.
      5. Add the Person or Access group containing this user.
      6. Add required permissions: Read and Execute are required to log in to GAX.
    2. Tenant Environment
      1. Select Configuration.
      2. From the Environment pane, choose Tenants.
      3. Click to open the required tenant to view its properties.
      4. Select Permissions tab.
      5. Add the Person or Access group containing this user.
      6. Add required permissions: Read and Execute are required to log in to GAX.
    3. User's own tenant
      1. Select Configuration.
      2. From the Accounts pane, choose Tenants.
      3. Click to open the required tenant to view its properties.
      4. Select Permissions tab.
      5. Add the Person or Access group containing this user.
      6. Add required permissions: Read and Execute on tenant are required to log in to GAX.

Optional: Configure Multi-Language Environments

If you have a multi-language Configuration Server, you must add the following option to the command line of Genesys Pulse Collector on the Windows platform:

 -cs_codepage 65001

You may need to edit the Genesys Pulse Collector service command line in the Windows registry.

Optional: Configure Pulse Collector with an embedded DB Server

When Pulse Collector runs an embedded DB Server, Pulse Collector does not require a separate DB Server instance to connect to the Pulse DB.

You can enable an embedded DB Server in Pulse Collector by setting the dbthread option in the [collector] section to yes.

The Database Access Point application object used by Pulse Collector should have None value specified in DB Server field on General tab.

Software Requirements

Pulse Collector uses Genesys DB Clients, which require DBMS clients to be installed. Follow the instructions under the DBMS Environment Settings chapter of the DB Server User's Guide to install and configure those clients.

You should have the necessary clients installed if the following are true:

  • You had the Genesys DB Server installed on the host with Pulse Collector.
  • The Genesys DB Server and Pulse Collector are of the same architecture (32- or 64-bit).

Embedded DB Server configuration options

The embedded DB Server produces its own log messages. To control what goes to the log and where the log should be written add a [log-db] section to collector application options and add all of the options that usually go to the [log] section of Genesys DB Server application.

If there is no [log-db] section specified in collector application options, the embedded DB Server log uses the options found in [log] section, except for the following:

  1. The value for the verbose option is set to standard.
  2. The log is written to the file specified in [log] section, with -db suffix added.

Limitations

  • The Linux version of Pulse Collector running with embedded DB Server is unable to connect to MS SQL Server database.
  • If you are using Oracle 12c database with Genesys Pulse Collector configured with embedded DB Server, make sure that you install Oracle 11.2 client on the host that runs Genesys Pulse Collector.

This page was last edited on January 6, 2021, at 20:14.
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